Shipping and Returns
Planned System Upgrade:
Due to a planned system upgrade, all orders placed between 25 March – 3 April will not be shipped until after 4 April, 2026. Please expect approximately 2 week shipping delay for orders placed during this time. Please see additional details below on how this may impact your experience:
Orders:Standard orders placed during 25 March – 3 April will not be shipped until after 4 April. Please expect a delay of up to 2 weeks for your order to arrive. During the system upgrade, Express Shipping will not be available. You will receive an email with your tracking details as soon as your order has shipped.
Loyalty Points:During the system upgrade, if you place an order as a logged in Loyalty member, there will be a delay in the visibility and availability of earned points in your Account. Points will be awarded once your order is shipped.
Subscription/Auto-Replenishment orders:If you have a scheduled subscription order due to be delivered during 25 March – 3 April will not be shipped until after 4 April, 2026. You will receive an email with your tracking details as soon as your order has shipped.
Returns & Refunds:During the system upgrade, refunds and cancellations will be processed as normal. If you wish to cancel an order which is impacted by the shipping delay, please contact us.
Christmas Shipping Cut Off
Don't miss out this holiday season! Order gifts for you and your loved ones before the shipping cut-off dates to receive* your delivery before December 25th.
| Order Destination | Order By |
|---|---|
| Metro - Melbourne, Sydney, Canberra, Adelaide | 10th December |
| Metro - Brisbane | 9th December |
| Metro - Hobart | 9th December |
| Rural - VIC, NSW, SA | 9th December |
| Metro - Perth, Darwin | 5th December |
| Rural - WA, NT, QLD | 3rd December |
*Cut-off dates may vary depending on a range of external factors. These dates are based on standard postage. Delivery of orders to remote areas or high order volumes may take longer than expected. These dates are provided to us from Australia Post and does not consider any potential delays.
SHIPPING METHODS & RATES
We offer both Standard Shipping & Express Shipping. Our default shipping carrier is Australia Post.
Standard shipping is free of charge and delivered on business days (Monday through Friday, excluding public holidays).
Express shipping is $9.95 on orders of any value. *Not available on flammable goods. For Australian deliveries only.
STANDARD DELIVERY LEAD TIME:
| Order Destination | Expected Delivery Lead Time* |
| Metro - Melbourne, Sydney, Canberra, Adelaide | 2 to 3 Business Days |
| Metro - Brisbane, Hobart | 3 to 4 Business Days |
| Rural - VIC, NSW, SA | 3 to 5 Business days |
| Metro - Perth, Darwin | 4 to 6 Business Days |
| Rural WA, NT, QLD | 5 to 10 Business days |
*Lead time excludes dispatch. Delivery of orders to remote areas or high order volumes may take longer than expected.
We do not ship outside Australia at this time.
All orders are shipped by Australia Parcel Post from our Melbourne Distribution Centre and information relating to tracking & delivery will be sent to you via email as soon as your goods have been shipped.
SHIPPING DISPATCH & PROCESSING
We process & dispatch orders Monday through Friday, in the order in which they are received.
Our orders are usually dispatched within 24-48 hours, and delivered on business days (Monday through Friday, excluding public holidays).
OUR RETURN POLICY
CHANGE OF MIND RETURNS
We are happy to offer free change of mind returns with a full refund on any product you’ve purchased from (to the extent permitted at law). Returns must be requested within 30 days after the date of delivery. Once our customer service team have contacted you and provided a returns shipping label, the parcel must arrive back at our warehouse within 30 days to qualify for a full refund.
Items must be in original and unused condition. Any Gift With Purchase received with an order must also be returned for a full refund. We do not offer refunds simply for change of mind returns that are 30 days after delivery.
We do not offer exchanges for change of mind returns.
We will accept returns outside of the above conditions in the case of allergic reactions, damaged products, incorrect items or faulty items.
We only accept returns purchased from Lancôme. Lancôme products purchased in all other locations must be returned to their original point of purchase.
ISSUES WITH YOUR ORDER
Damaged or Faulty Items: If you receive any products that are damaged or faulty, please Contact Us to arrange a refund or a replacement. To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery.
Incorrect Order Items: If you receive any products that have been sent in error, please Contact Us to arrange a refund. To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery.
Allergic Reaction: If you experience any allergic reactions to Lancôme products, please stop use of the product immediately.
In this rare and unfortunate situation, we will accept the return of your product. Please Contact Us to initiate this process.
To the extent permitted by law, please provide us with a photo of the reaction and proof of purchase. We request that the product not be more than 15% used.
HOW TO START A RETURN
1. Confirm that you meet our return conditions (see Change of mind returns).
2. Contact our Customer Service team via our Contact Us page and select “Returns”.
To expedite your request, please include the below details:
• Order number
• Address
• Date of product purchase
• Product(s) requested to be returned
• Return reason
• Product condition (unopened, used, damaged, faulty)
3. Within 48 hours, a customer service representative will get in contact with you.
• For change of mind returns: a customer service representative will submit your return and email you the return shipping label
• For orders with other issues: a customer service representative will request that you provide a photo, and any other relevant details. For more information, see section “Issue with your order”
4. Package your item securely.
To reduce waste, you can re-use the Lancôme packaging, if you no longer have this, you can use a similarly sized box.You can print your return shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.
5. Drop off your return at any Post Office
You can print your return shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.
6. You can track the delivery of your return to our warehouse via the Australia Post Portal.
Simply enter the tracking number you received via email when you booked your return at the Post Office.
7. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.
If accepted, the refund will be processed and you will be contacted via email. Refunds take approximately 10 business days to be credited to your account.
If you should need further information regarding the return of any Lancôme products, please do not hesitate to Contact Us, and it would be our pleasure to assist you however we can.